Rachael McGregor  |  January 4, 2016  |  Agent Empowerment

What’s your contact centre resolution for 2016?

The New Year Resolution is a tradition steeped in the great and overwhelming urge to better ourselves as individuals, and there’s no more symbolic a time to do this as we enter into the new year.

Many of us will be thinking about what our resolutions might look like, and we have a pretty good idea - these usually include doing things are joining a gym, eating less chocolate, getting a gym membership, becoming more positive people, or cutting down on the biscuits.

contact-centre-resolution

No matter if any of these end up being totally successful, we often make a conscious effort to better ourselves, grow, and improve. But can we say the same for our professional lives?

There’s no better time to start thinking about what trends 2016 might bring, and what you’d like 2016 can mean for your business. Now is the time to start asking yourself questions like:

  • What do I want to achieve this year?
  • What can I do to secure that goal?
  • What can my teams be doing differently to support that?

Now you might be thinking, ‘most of my resolutions fall through by February, so what’s the point of setting more in the workplace?’

Well the problem is this - our resolutions usually fail because they are typically:

Unspecific

  • We talk about wanting to ‘get into good shape this year’ - but we haven’t really defined exactly what ‘good shape’ looks like.
Unrealistic
  • Ambition is a great thing, and some say that shooting for the moon means you can only land amongst the stars, but overly aspirational goals can be a shortcut to failure, and a feeling of worthlessness and negativity.
Unsupported
  • We will often set ourselves goals to make drastic improvements like running three times a week, but won’t equip ourselves with a comfortable pair of running shoes. No one’s going to make it out of the house in winter with a pair of holey pumps.

So what can we learn here?

Now, you might have an idea that you’d like to improve call quality in 2016. So let’s create a goal that’s specific, and realistic - what is it about call quality you’d like to improve? This could be average handling time, first contact resolution, customer satisfaction score. Now think about how much of an improvement your teams are capable of achieving - set a reasonable level of improvement within an equally reasonable timeframe. this can be done by reviewing the previous 12 months  data  looking at peaks and troughs. Ask your team what's gone well, what could have gone better and what they would do differently.

Use your business metrics to define the success of your resolution as the year goes on.

The next element is the most important - support. Achieving any goal relies absolutely on the adequate support from systems and staff alike. Do you have a quality system or model that allows you to facilitate and monitor improvement? After all, you can’t deliver change without a solid platform.

No business has ever achieved anything without the support of its staff. You need to ensure you bring your employees with you on your journey for improvement, especially if your success depends on their performance.

The key to this is engagement - developing a contact centre culture around motivation and empowerment is absolutely essential in order to achieve engagement, and you need to drive and support this kind of environment.

A little planning goes a long way - it’s all about setting yourself up for success. Don’t just set a goal and expect yourself to achieve it, think about what the milestones are on your journey to achieving that goal.

If you’re looking to capture the minds of your agents this new year, we recommend fantastic and comprehensive guides like ‘The Six Golden Rules to Agent Engagement’.

Resolutions are always much easier made than achieved, but with the above in mind you’ll be able to stride into the new year with a clear goal, and a detailed plan of how to achieve it. If you fail to achieve any personal or professional goals this year, remember - you don’t need to wait for a new year to develop yourself.


Rachael McGregor

Rachael McGregor

Client Relationship Manager

Rachel brings a proven track record in customer service to the EvaluAgent team, with an unrivaled and deep understanding of the contact centre and exactly how its processes affect employee engagement, and in turn - the customer experience.


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